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Reviews

  • Value for Money
    1.3 (28)
  • Transparency
    1.2 (27)
  • Customer Service
    1.2 (31)
  • Claim Resolution Time
    • <1 week (3)
    • 1-2 weeks (2)
    • 2-4 weeks (6)
    • 1-2 months (1)
    • 3+ months (12)
  • Claim ApprovedYes (14) · No (9)
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Trish M.

Trish M.Metropolitan Adelaide, SA

  • 2 reviews

Most Frustrating experience I have ever had with an Insurance Company

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

"The Most Appalling Service & Attitude" Insure At Your Peril

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
My view

My viewSouth East Queensland, QLD

  • 18 reviews
  • 39 likes

IT IS LIKE HAVING NO INSURANCE - DON'T WASTE TIME / MONEY HERE

published
Value for Money
Transparency
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5 comments
CGU
Care TeamCGU
My view
My view
CGU
Care TeamCGU
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john p.

john p.South East Queensland, QLD

  • 3 reviews

Quick Service PLEASANT Claim

published

I was at fault in a accident last Tuesday 12 January 2021. Car was assessed as a total loss on Friday 15th Jan. 20 January claim was settled and awaiting funds to turn up now in my bank. Quick Service and turn around. Friendly claims team who treated me courteously throughout claims procedure. From the initial call day of accident, I was shaken up from the accident while lodging my claim. They treated me with dignity from the start. Next car will be insured again with CGU. Highly recommended in your time of need.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Hi John, thanks so much for the positive review! We try our best to resolve every single claim as fast as possible. Great to hear you had a pleasant experience. All the best with your new vehicle! ~Natalie

Tracie

TracieSouth East Queensland, QLD

  • 7 reviews
  • 12 likes

Never use this company

published

Worst ever - I had my CC stolen so wanted to change my card details - what a carry on - the end result was that I was refused the information - My insurance was due yesterday I wanted to pay money and they refused. WTH kind of company is this?

Value for Money
Transparency
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3 comments
CGU
Care TeamCGU

Hi Tracie, thanks for your review, what do you mean you were refused the information? Can you clarify exactly what happened so we can assist? Thanks. ~Kaz

Tracie
Tracie

Are you serious. I was refused the information I do not understand what part of that you do not understand. They would not give me my information they said NO they refused me the information - DO NOT CONTACT ME EVER AGAIN

CGU
Care TeamCGU
Craig Sharman

Craig SharmanGippsland, VIC

business buster

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
beck d.

beck d.

  • 3 reviews
  • 1 like

BUYER BE AWARE . NOT WORTH IT.

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Prompt service

published

My car was a right off after a lad ran into car I was paid out in 8 days cgu did what was needed service was prompt and courteous obligations fulfilled

Incentivised ReviewNo
Insurance TypeComprehensive
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1 comment
CGU
Care TeamCGU

Thanks so much for your feedback! Great to hear your claim was resolved easily and fast. ~Natalie

3 months and still waiting

published

CGU we all know what those letters truly stand for C+++s give ulcers. I had the unfortunate scenarion to have a second car stolen in 5 months as well as a contents claim for the same night Incident, and here it is 3 months later and I am still left with being no closer to having this matter resolved . While I have been luck enough to have a great friend who lent me money to buy an old bomb until I get paid ouyt its noytgood enough CGU get your act together and stop complaining that I paid so much for the car yet insured it for the agreed value that you were offering on your website. If I dont get itt resolved soon I will instruct my lawyer to sue you in court for the full amount plus their fees and court costs

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

I am sorry to hear that you have had such bad claim experience Geoffrey, Please PM use your claim details so I can pass it on to the claims team to follow up what is happening. ~Beni

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Lexi

LexiPerth

  • 2 reviews

STAY AWAY FROM HBF & CGU

published

They took 2 policies out of direct debit from my car for over 16 months.
I have one car one driver. Instead of cancelling one policy they kept deducting monthly for 2 policies. Only found the issue when I reviewed the policy cover. The policies were sold by HBF. After finally resolving issue. No apologies were given, a cheque was issued with a wrong name, no loss or compensation was offered or provide and on top of that to disgust, HBF sent a letter to charge me for cost of policy increase as my car insurance was removed from my multi policy discount. Never again with HBF or CGU!

Value for Money
Transparency
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3 comments
CGU
Care TeamCGU
Lexi
Lexi
CGU
Care TeamCGU
NDS

NDSSydney, NSW

Very price orientated Insurer and NO loyalty or incentive considerations for the Customer

published
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1 comment
CGU
Care TeamCGU

3 months without car because of minor damages under $ 3000

published

My car was stolen and when it was recovered it was towed to CGU's authorised repairer - 40kms from the city in an area with no accessible transport. After 12 weeks and weekly phonecalls to ask for progress reports I finally get my car back. 12 weeks- must have been a lot of damage I hear you ask? The damage bill totalled $2600, mostly paint for some scratches and new keys. So for 1/4 of the year I had no car and no compensation. Worst insurance company I've ever had the misfortune to deal with.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
Hazem

HazemGreater Melbourne (Inner), VIC

Terrible

published

My parked car got hit by an old man just before Christma, unluckily CGU happened to be the insurer for the old man. My insurer is waiting for them to acknowledge liability and pay for a straight forward incident, but never happened!
If you have any issue with these clowns regards the following:
-If you gave instructions and they weren’t followed.
-Where you dispute liability for a car accident or insurance excess.
-Delays in making a decision.

Try to make a complaint online directly to AFCA (Australian Financial Complaints Authority)

Incentivised ReviewNo
Insurance TypeComprehensive
See all answers
3 comments
CGU
Care TeamCGU

Hey Hazem. Sorry to hear about your claim experience. If there is anything we can do to assist you, please send us a private message here or at our facebook page and we can contact claims on your behalf. Hope to hear from you soon ~ Lizzy

Hazem
Hazem

It's very simple guys!!! Just pay my insurer for the damage & close the claim so I can get my money that been held for over 3 months because of lack of communication.
Claim No: CGU192178846

CGU
Care TeamCGU

Hi Hazem, we have escalated your comments over to the claims team, thanks again.

Courtney

CourtneySouth East Queensland, QLD

If I could give zero stars I would

published
Value for Money
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1 comment
CGU
Care TeamCGU
Muhammad Alam

Muhammad AlamMetropolitan Adelaide, SA

WORST EVER

published

They are lazy, inefficient, liar and time killer. Keep me on hold everyday for 20/30 mins and nobody talks to me finally. Such a rubbish company in Australia, can't believe it!

Incentivised ReviewNo
Insurance TypeCompulsory Third Party
See all answers
4 comments
CGU
Care TeamCGU
Muhammad Alam
Muhammad Alam
CGU
Care TeamCGU

Thanks for letting us know Muhammad, are you able to please PM us your claim details to Facebook & let us know you're from ProductReview so we can escalate it further - http://bit.ly/2pbDydv. ~Natalie

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On hold for 3 hours

published
Incentivised ReviewNo
Insurance TypeComprehensive
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2 comments
CGU
Care TeamCGU
Ruth Mendones
Ruth Mendones
Jeremy L.

Jeremy L.Greater Melbourne (Metropolitan), VIC

Horrendously Slow Claim Process!

published

Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Hey Jeremy, thanks for letting us know about this, can you message our Facebook page with your claim number please facebook.com/cguinsurance and we will be happy to escalate your claim to the manager to get you some answers. Thanks. ~Kaz

moonster

moonster

  • 2 reviews
  • 2 likes

Poor customer service, family left high and dry, do not use CGU for Car Insurance

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
Graham C.

Graham C.Canberra 2600, ACT

Shocking experience avoid at all costs

published
Value for Money
Transparency
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1 comment
CGU
Care TeamCGU

Terrible lied to me many times. Complaints handed poorly.

published

Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.

Value for Money
Transparency
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1 comment
CGU
Care TeamCGU
Page 1 of 9

Questions & Answers

Waz

Wazasked

Car Insurance

Looking at all the reviews in product review - and if these are typical of how this company operates - I don't really understand how CGU remains in business!
I already have a car insured with CGU, but haven't as yet needed to make a claim....one might say thank God for that, because going by the reviews my chances for a satisfactory outcome - should I be involved in an accident - appear rather limited.

I was looking to insure a second vehicle, hence the hunt for an appropriate insurer, but I'm left wondering if I should cut loose CGU altogether and try for another company with much better outcomes.....

What assurances can CGU give me that I won't simply be wasting my time flogging a dead horse should I continue with CGU? You are the cheapest insurance I have found so far, but as an insurance company - is that ALL you are? Thanks Warren Harvey

2 answers
CGU
Care TeamCGU

Hi Waz, thanks for leaving us a question here. Unfortunately people often come to ProductReview after a claim that they aren't completely satisfied, but very rarely do after thousands of great claims outcomes that we have each year.

We are very proud of our customer service and claims experience and I personally don't hesitate to suggest it to my friends and family.

I am happy to hear that you haven't yet had to make a claim, but I am sure that you will be very satisfied with our help if you ever do need to.

Merry Christmas! -Nathan

Waz
Waz

Thanks for the quick response Nathan. I do so hope you are right, because we have elected to continue with CGU insurance for our second car. However it does bring to mind that quite some years ago, the roof on our house needed replacing after a hail storm. Indeed, after reporting the incident we did get the job done courtesy of CGU insurance - twelve months later! CGU had forgotten us! So one might say - watch this space!

terry o

terry oasked

Car Insurance

Can you apply for an over 50 discount on landlords building and contents cover?

2 answers
CGU
Care TeamCGU

Hi Terry, as soon as you enter your details it will automatically apply at new business or at your next renewal after you turn 50 :) ~Natalie

Waz
Waz

Hi Terry - I'd love to know how it went.

DON18

DON18asked

Car Insurance

Hi there,
I understand that you're dealing with tens and thousands of claims due to unprecedented events recently. But I believe, there's no excuse when it comes to not resolving the problem on time. You guys have no patience when it comes to grabbing money from us. I pay over $2k for my AMG. I'm a disappointed customer just like thousands of others. I thought I was in the better hands due to the hefty premium I was paying. Now, I was wondering how long does it take to process a writeoff and replace my car with a new one with the current backlog? I need a genuine answer because I found a car to replace (same make, model & spec) and I'm happy to put a deposit until you sort out the payment for it. Please advise me correctly so I can work things out my way or else this won't get solved for months.

1 answer
CGU
Care TeamCGU

Hi Don, I unfortunately won't be able to answer that because every single claim is different. If you would like to me to escalate your claim and have someone call you about your write off vehicle can you please message us on Facebook http://bit.ly/2pbDydv and let us know you're from product review. ~Natalie

Get an answer from our members and CGU representatives

Details

Compare all 3 CGU Car Insurance
CategoryCar InsuranceCar InsuranceCar Insurance
Other Insurance Types Offered Home and Contents and TravelHome and Contents and TravelHome and Contents and Travel
Coverage TypeComprehensiveThird Party, Fire and TheftThird Party Property Damage
UnderwriterInsurance AustraliaInsurance AustraliaInsurance Australia
Legal Liability Cover 300000003000000030000000
Roadside Assistance Not OfferedNot OfferedNot Offered
Reduced or Zero Excess Windscreen CoverReduced Excess Optional ExtraNot OfferedNot Offered
Choice of RepairerAllowedAllowedAllowed
After Accident Care
Hire Car after an Incident

Optional, up to $100 per day for up to 21 days until:

  • your car is repaired or
  • until your claim is settled if your car is a total loss

Not Included

Not Included

Emergency Transport & AccommodationIncluded, up to $500 if you vehicle is damaged in an incident more than 100km from homeIncluded, up to $500 if you vehicle is damaged in an incident more than 100km from homeNot Included
Towing Costs IncludedIncludedNot Included
Hire Car after a No Fault Accident

Not Included

Not Included

Not Included

Essential / Emergency RepairsIncluded, up to $800Included up to $800Not Included
Benefits
Pay As You Drive / Fixed Kilometre DiscountNot ApplicableNot Applicable
Hire Car after Theft

Included up to $100 per day up to 21 days until:

  • your car is repaired or
  • until your claim is settled if your car is a total loss

Included up to $100 per day up to 21 days until:

  • your car is repaired or
  • until your claim is settled if your car is a total loss

Not Included

Lock and Key ReplacementIncluded up to $1,000Included up to $1,000Not Included
Transit Cover Not ApplicableNot ApplicableNot Applicable
Trailer & Caravan CoverIncluded up to $1,000Not IncludedNot Included
Child Safety Seats and PramsBaby Seat Replacement IncludedNot IncludedNot Included
New-for-old Car Replacement

Included, if the vehicle is a total loss as a result of a covered incident. Your vehicle may be replaced:

  • if its a car less than three years old and has not travelled more than 50km

Not Included

Not Included

Personal Property CoverIncluded up to $1,000 per claimNot IncludedNot Included
Uninsured Motorist Benefit Not IncludedIncluded up to $5,000Included up to $5,000
Accidental Loss or Damage
Malicious Damage / VandalismIncludedNot IncludedNot Included
FireIncludedIncludedOptional
CollisionIncludedNot IncludedNot Included
Natural EventsIncludedNot IncludedNot Included
Theft or Attempted TheftIncludedIncludedNot Included
ManualDownload manualDownload manualDownload manual
Compare all 3 CGU Car Insurance

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